Summary of achieved sample size (number of responses)
At the time of undertaking the survey, we had 8,797 occupied LCRA dwellings (of 8,942 owned LCRA dwellings) and a tenant base of circa 10,800 tenants. On this basis, the minimum number of responses required was 562 to achieve a margin of error +/- 4% at a 95% confidence level. Overall, 1,016 responses were gathered, which means the minimum level was exceeded (Appendix 1).
Timing of survey
The survey was completed between 23 September 2025 and 26 September 2025.
Collection method
The survey was conducted by telephone and email.
Pexel Research Services conduct telephone calls on a randomly drawn basis from the sample lists generated and shared with Pexel by CX Feedback. Pexel operates a wide calling window from 11am to 8pm to ensure good coverage throughout the day.
A digital option for survey completion is provided if the customer required a reasonable adjustment to partake and could not complete it by telephone.
All interviewers receive an in-depth project briefing and ability to read the questions in a ‘test mode’ prior to making any live calls on the project.
Interviewers deliver a standardised introduction identifying themselves and explaining the reasons for the call.
Pexel interviewers ask the tenant the questions and the tenant answers, the interviewer populates an individual online form for each respondent, and this is uploaded by the interviewer on to the CX Feedback system. This means there is a record for all individual surveys.
Respondents can refuse participation at any stage, at which point the record is flagged as such and the respondent will receive no further calls in relation to this research.
The results have not been gathered from any other source and contain only the results from the survey data gathered by Pexel Research Services.
Pexel do not provide any other services to us and only undertake the TSM survey on our behalf as an independent specialist in telephone research services.
No other engagement activities were undertaken in conjunction with gathering the responses and the survey was completed separately to any other customer insight and engagement activities.
Sample method
Probability sampling was adopted with every household being included in the survey population, meaning that all households had a chance of being surveyed by the external survey provider (Pexel Research Services).
Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed)
Within the population of all households, random stratified sampling was used to achieve a more balanced representation by age, geographical location, tenure type, ethnic origin, dwelling type and property type. Further information on this is provided at Appendix 2.
Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)
No weighting was required as the sample achieved was representative.
In line with the Regulator of Social Housing’s TSM Survey Requirements guidance, our TSM survey aims to achieve a balance of representation across different characteristics to make sure the survey results are representative of the tenant population.
Including more characteristics to apply representation to helps to ensure a broad range of backgrounds and locations are represented. When considering all characteristics, the survey results analysis demonstrates a balance has been achieved.
Our characteristics used for representation are as follows:
- Age of respondent
- Geographical area – town and village
- Dwelling type/number of bedrooms
- Ethnicity
- Tenure type
The process of weighting is a comparison between what was achieved for a particular measure of the data (such as age or tenure etc) compared to what it would have been if the exact split of the population was achieved when the individual proportions are kept the same.
When weighting calculations were applied across all the age groups the satisfaction result would have been 89% rather than the 90% that was achieved. (Appendix 3) This would not be considered a large enough discrepancy to require being applied to the submitted figures.
The RSH TSM Survey Requirements guidance states:
"If this assessment confirms the sample is unrepresentative, and this is likely to have a material impact on satisfaction scores, then providers must appropriately weight the responses to ensure the TSMs reported are representative as far as possible"
A 1% difference would not be considered a material impact as it is within the 4% margin of error for a registered provider of this size, as set out in the TSM Survey Requirements guidance on sample sizes (Annex C).
The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures
CX Feedback by Target Applications Ltd were appointed to generate and set up the Tenant Satisfaction Measures (TSM) Perception survey based on the Regulator of Social Housing’s guidance.
A dataset containing a full population of households was provided to CX Feedback containing various types of data to ensure representation. An extract from the survey report from CX Feedback on the approach is provided at Appendix 1.
Pexel Research Services who abide by the Market Research Code of Conduct, ESOMAR, CASRO and have ISO 20252 accreditation was appointed to conduct a telephone survey and email survey during the period 23 September 2025 and 26 September 2025.
The questions asked were those provided by the Regulator of Social Housing for the TSM survey and followed and fulfilled the principles set out in the TSM Survey and Technical Requirements guidelines.
The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 with a broad rationale for their removal
The survey was conducted by telephone as this was recognised as the most effective method to generate responses that met the sample size and a more accessible option overall. Customers unable to communicate via telephone call were invited to complete the survey via email. No households were removed from the relevant population.
Reasons for any failure to meet the required sample size requirements summarised in Table 5
Not applicable, the required sample was met.
Type and amount of any incentives offered to tenants to encourage survey completion
No incentives were offered to tenants to encourage survey completion.
Any other methodological issues likely to have a material impact on the tenant perception measures reported
There were no methodological issues experienced.
